Finnacle
Yachna Gaba
Assistant Manager - KYC With SBI Cards
Gurgaon,Haryana
Summary
Enthusiastic Assistant Manager KYC eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of KYC Protocols as per RBI Guidelines and internal Audits and training in Production and inventory management. Motivated to learn, grow and excel in BFSI Domain.
Overview
3
3
Languages
6
6
years of post-secondary education
8
8
years of professional experience
Work History
Assistant Manager - Backend Operations - KYC
SBI Card
Gurgaon, Haryana
10.2015 - Current
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Monitored employee productivity and optimized procedures to reduce costs.
- Evaluated current operational strategies and recommend improvements.
- Developed productive, profitable and achievement-oriented working environments for employees.
- Devised processes to boost long-term business success and increase profit levels.
- Coordinated with General Manager in different operational issues and promotional activities.
- Used Cardone and Vision plus to analyze production data, guaranteeing efficient production of defect-free products.
- Generated operational reports for management on monthly schedule.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Senior Associate - Know Your Customer
Royal Bank Of Scotland, RBS
Gurgaon, Haryana
07.2013 - 08.2015
- Spoke to customers in native language to increase loyalty and establish relationships.
- Supported exchange of feedback and communication between management and associates.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Improved overall efficiency by anticipating needs and providing outstanding support.
- Recorded actions taken, issues resolved and critical information to effectively manage customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Implemented and developed customer service training processes.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
Education
10th -
Dav Public School
Rohini 03.2004 - 03.2005
12th -
DAV Public School
Rohini 03.2006 - 03.2007
Bachelor of Arts - English Honors
SGND Khalsa
Delhi University Karol Bagh 08.2007 - 06.2010
Diploma in International HRM -
YMCA
Delhi 08.2010 - 08.2011
Skills
KYC Related Activities eg Updation of Customer Data viz mobile number, address, email ID, adding nominee etc
Profficiency in Using Softwares like Finnacle, Card one, Vision plus, WCP etc
Data Management and reconciliation (Customer Data Analysis)
Team Building and Management (more than 10)
Training and mentoring
Effective leader
Inventory and Production management
Employee scheduling
Product development (Lead sessions to improve the current software)
Escalation Management
Customer Interaction
Accomplishments
- Collaborated with team of 15 in the development of KYC processes as per RBI Guidelines.
- Documented and resolved Cardone related issues which led to an effective solution with automation.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Cardone
Vision Plus
WCP
Interests
Banking Backend Operations
BFSI Domain
Marketing
Risk and Complaince
Hobbies
Reading, Dancing, Watching Movies
Timeline
Assistant Manager - Backend Operations - KYC
SBI Card
10.2015 - Current
Senior Associate - Know Your Customer
Royal Bank Of Scotland, RBS
07.2013 - 08.2015
Diploma in International HRM -
YMCA
08.2010 - 08.2011
Bachelor of Arts - English Honors
SGND Khalsa
08.2007 - 06.2010
12th -
DAV Public School
03.2006 - 03.2007
10th -
Dav Public School
03.2004 - 03.2005